Glen Joseph

• Currently leading a team of United Healthcare representatives, ensuring high-quality service delivery and strict adherence to healthcare compliance standards.
• Drive key KPIs such as First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Quality Assurance (QA) scores, consistently achieving and surpassing targets.
• Monitor daily performance dashboards, analyze trends, and implement data-driven coaching to uplift underperformers and maintain team productivity.
• Conduct regular call audits and 1:1 feedback sessions, resulting in improved accuracy, member satisfaction, and reduced escalations.
• Develop and execute action plans for performance improvement, leading to sustained growth in individual and team KPI scores.
• Motivate, mentor, and upskill team members through targeted training, refresher sessions, and knowledge-sharing to handle complex healthcare queries efficiently.
• Manage escalations and resolve critical member issues, ensuring timely and satisfactory outcomes while maintaining service quality.
• Coordinate with Quality, Training, and Workforce teams to optimize staffing, manage shrinkage, and maintain consistent service levels.

Manage, mentor, and lead a team to achieve and exceed performance targets.

Develop and implement strategies to improve customer satisfaction and team efficiency.

Monitor performance metrics and provide constructive feedback for continuous improvement.

Organize training sessions and coaching to enhance team capabilities.

Ensure smooth workflow and resolve conflicts within the team effectively.

Delivered exceptional customer service and handled high volumes of calls effectively.

Resolved customer inquiries, complaints, and escalations in a professional and timely manner.

Maintained accurate records of interactions and provided actionable insights for process improvement.